We hope that you absolutely love and enjoy your new product(s) from ALX & Co.! Please note that ALX & Co. must be notified if your item has a manufacturing defect in its materials or workmanship within 72 hours of receiving the goods to be eligible for a full refund or replacement. If for any reason you are not completely satisfied with the products purchased from ALX & Co, you are welcome to return it.

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

 

Change of Mind Policy 

If you change your mind, you may return your purchase to us within 14 days of the date you received it.

We will need to deduct applicable freight fees from your refund plus a 20% restocking fee will apply. Items must be returned in their original packaging including all the original contents free from damage. Please ensure all items are packed sufficiently for transport, any damages caused during the return shipping may be rejected or receive a revised refund amount. 

The following will be classified as change of mind return: 

  • You do not like the item/do not need it anymore 

  • If part(s) were damaged and you refused to accept repair/replacement/partial refund 

  • Request to cancel order while item(s) have been dispatched with tracking number provided

  

To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.

  • Goods being returned must also be in the same condition as when delivered including original packaging. Please note that customers are responsible for shipping costs on returned items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. 

 

  • Customers are advised to get proof of postage when returning goods as we cannot be held responsible for lost packages.Buyer agrees that soiled, stained or damaged item is no longer in original condition and does not qualify for return. If an item is return to us in soiled, stained or damaged condition, we have the right to reject the return.

 

  • For returns, please email contact@alxandco.com.au with the subject 'Returns' and include your order number, name and the reason for the return. Please do not send back your purchase to the manufacturer - we will provide you with instructions on where to send return goods. Once a return is received and inspected, you will receive a confirmation email notifying you of the status of your refund

  

  • Customers can return goods once ALX & Co. has been notified and the return is made within 14 days of the purchase date. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund.

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@alx-co.com.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Exchange

We only replace items if they are defective or damaged. 

Item Condition Policy

  • A refund or replacement will not be provided if products:

    • are being misused,

    • mishandled or mistakenly installed.

    • Customers are responsible for following the instructions and advised given.

 

DAMAGE or FAULTY

You are required to notify ALX & Co. within 10 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description,

you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process.

Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.

Refund generally takes up to 2 working days to process and will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it

 

 

  • A refund or replacement will not be provided if products:
    • are being misused,
    • mishandled or mistakenly installed.
    • Customers are responsible for following the instructions and advised given.
    • A refund or replacement will not be provided if products: